Suzanne Burrell Email & Phone Number

Napier, Hawke'S Bay, New Zealand

New Zealand

Key AchievementsLed a team that migrated 500,000 accounts to a new billing system, with bills being able to be generated as soon as the system was live. Worked with the team to configure the system and migrate the data from on premises to the cloud. Successfully designed and executed real-time interfaces for deploying data and work requests to both internal and external agencies, thereby automating critical processes to improve accuracy and ensure consistency throughout the organisation.Strategically analysed and transformed client business processes through automation, reducing user error and creating a streamlined workflow that minimised time spent on non-essential tasks. This initiative enhanced employee productivity and job satisfaction, directly aligning with client goals and resulting in a more streamlined and cost-effective business model.During the COVID lockdowns, developed a strategy that provided a straightforward method for estimating missed utility readings, ensuring minimal disruption to both the meter reading contractors and the software. This initiative was critical in preventing customer 'bill shock'. Collaborating closely with the client and developers, we successfully designed and deployed a solution that caused minimum disruption to the existing system.Partnered directly with clients to assess their current business processes, pinpoint areas for improvement and led the design and implementation of tailored business solutions that resonated with client objectives and maximized value.

New Zealand

Key AchievementsIncreased a client’s billing capacity from quarterly to monthly, without increasing headcount, by enhancing the billing system’s technical capabilities. Worked with various stakeholders to develop custom processes such as estimation, debt management and leak allowance calculator. Delivered a new fully configured Utility Billing, Asset and Work Management, Valuation and Customer Relationship (CRM) system on time and on budget. Led 20 people in three countries to amalgamate Auckland’s water and wastewater activities from six Local Councils, each with differing water and wastewater tariff structures, over two million assets and six maintenance contractors into one system. Addressed the logistical, technical, and regulatory challenges of merging disparate water and wastewater services to migrate over half a million water accounts and generate twice as many bills (5,000 per day). Delivered the projects on time and on budget and exceeded the customer’s expectations.